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Hey, this is Dan lock. If you don’t know me, we have generated over a hundred million dollars in coaching and digital core sales and growing rapidly. Today. I got a question from my community. I have a client who has disengaged. Should I cancel and stop charging them. By the way, if you have not joined our community, we have a high ticket expert community. You could go to www.highticketexpert.com/community and apply, and it cost you nothing. So make sure you do that. That’s where you could ask me questions and I would answer them on this show. So when you have a client that is disengaged, what should you do? Think about this? Think about kind of a client journey here. When a client is disengaged, they are kind of near the end, right? They’re not happy. They are not engaged, right? They are not consuming your content.
They’re not attending your classes. They are not attending your group coaching calls, right? They are not engaged. I say this all the time, a disengaged client is a client that you’re about to lose. I’ll say that one more time. If this engaged client is a client that you are about to lose. So there are a couple things that you could do to prevent that. Then I’m gonna give you a solution of exactly what you need to do with a disengaged client. First of all, if you’re selling a high ticket offer, right? The most important thing that you could do is onboarding. Are you doing any kind of onboarding with your clients? Because with onboarding, you are setting them up for success, right? What to expect, how do you make sure they get the most out of your program? Onboarding. If you have not done that your clients will become disengaged.
And during that onboarding call or onboarding session, what you want to do or what your team wants to do is to create some sort of structure and to get clarity on what the client’s goal is. And you’ll see why this makes a lot of sense. Let’s say the goal is to grow the business by 2 million. Okay, good. How are we gonna get there in order to get there? I gotta make sure that you consume the content. You attended classes, you implement what we teach, right? You utilize all the support that we are providing and the accountability. These are the steps that would get you from here to there, right? From here to there. So what happens is when they’re not doing these things, or they’re only doing partial now, before you get to a client that is disengaged, you get in touch with them and say, Hey, I wonder what is going on.
I thought that you told me your goal is to grow your business by 2 million. Like, how come you’re not following through how come you’re not engaged? How come you’re not implementing? So you always circle back to their goals. You always tie what you do back to their goals. And they’re like, you know what? I apologize. Yes. I should be more engaged. You know, I’ll be more engaged and I’ll implement better. Great. So you keep doing that. This helps them to be more engaged now, by the time when they’re completely disengaged, now they’re like, Hey, this is a client that you are about to lose. So here’s what you do. And here’s what I do. You wanna have your team or you, if you’re a small business to reach out to them and you pick up the phone, this is, this is not email.
This is none of those things. And you pick up the phone and you call them and you ask them, Hey, you know, I notice you have not been very engaged in the community and, and you’re not using the materials. You’re not, you’re not watching the content, right? You’re not, you’re not applying what we do, what’s going on. So you wanna be very, very upfront, very transparent. What is going on? What’s going on? And they’ll say, well, I’m going through some stuff or my business going through some stuff. And you want to get to the truth. Seriously. What is going on? Maybe they’re procrastinating. Maybe their family is going through some stuff you don’t know, but you want to get to the truth of what it is that they are going through. If they’re telling you the truth, now you go back and kind of circle back to, Hey, you know, why did you join this program in the first place? What motivate you to do so well is because of this and this and this. What are your goals? How could I best support you? You basically have to do a, re-close
As if they have never joined your program, because this is a client you are about to lose. You do a re-close, and now you reestablish the expectations. What would it take for them to get to the, the promised land, right? To get to the success that they want. You gotta do a re-close. And this is how we do it. And it has worked for us beautifully when we have that conversation, when we know, and we get to the truth, and sometimes they might say, you know what? This thing is not for me. It’s just, I don’t wanna do it. And you know, if that’s the case, I don’t want you in the program. I don’t want you to be in a marriage that you don’t want to be in. Should we stop the program?
It’s better that way, cuz it’s not serving you as not serving us. I’d rather have that conversation. And then we move them from the group and say, Hey, this is it versus they are hanging around, but they’re not doing anything and they’re not contributing. They’re not applying. Well, they’re not gonna be successful anyway. It’s not good for you. It’s not good for them. It’s a lose-lose versus just picking up the phone. We close them, we established and some you could save and some, you cannot, but don’t just stop building them because when you stop building them, they’re still not getting what they want and you lose a client. It’s a lose-lose versus picking up the phone, having their very frank conversation. See if you can do a, re-close, we establish set expectations and most clients, I promise you, you would be able to save. So until then go high ticket.